Technical Team Lead

Darkhorse Tech

4d

About The Position

As a Technical Team Lead, you will provide guidance and support to our service technicians by fielding questions, issues, and escalations. You will also drive customer service and KPIs for the team and for individual technicians.

Requirements

• Knowledge of PC hardware installation, repair, testing, and troubleshooting
• Knowledge of scripting within a Windows environment
• Familiarity of Microsoft Windows and Office applications
• Familiarity of Cisco networks
• Proven troubleshooting and problem-solving skills
• Organization and attention to detail
• Ability to multitask
• Ability to work independently without assistance from others
• Ability to manage and direct the work of others
• 1-2 years of tech support experience
• 1-2 years of leadership and training experience in an IT environment is required; Experience in an MSP environment is highly preferred
• 1-2 years of customer service experience

Nice To Haves

• Bachelor's degree in Information Technology or Computer Science is preferred

Responsibilities

• Serve as the primary point of contact for all technician questions and issues
• Serve as the primary point person monitoring Slack channels to ensure technicians are receiving ideas and guidance to resolve their tickets
• Serve as the first line of defense for escalations; Manage high priority escalations with finesse and respond in a timely manner; Engage directly with customers and management and ensure robust status communication
• Monitor the service board and Nilear to ensure technicians are completing tickets in a timely manner; Provide guidance or reassign tickets as needed when technicians are stuck and cannot move forward
• Collaborate with Service Coordinators and Service Board Analysts to ensure effective flow of tickets
• Provide additional support as needed on days that are busy or short-staffed
• Drive customer satisfaction, technical proficiency, timeliness of support delivery, and understanding customer needs around speed, quality, and value
• Drive Darkhorse service KPIs as a team and for each individual technician
• Schedule and lead regular meetings with each technician on your team to discuss goals and commitments

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees